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Pengembangan Model Sistem Informasi Aplikasi Helpdesk Online PT. Mustika Memadata Cassandra, Cadelina
ComTech: Computer, Mathematics and Engineering Applications Vol 6, No 2 (2015): ComTech
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/comtech.v6i2.2262

The advanced technology and the support of global internet makes it possible to create a system that can support the company or institution effectiveness in providing satisfaction for customers and to fulfill the customer’s needs and requirements. Due to the most important task for the company is to provide a good quality service for the customer, online helpdesk support system also develop quickly nowadays for the reason above. PT. Mustika Memadata is one of the private service company located in Jakarta that has the increase ofcustomer and the limit of human resource. This situation makes the company difficult in monitoring complaints from customer. This paper described the model of proposed helpdesk system to solve the problem. The methodology used in this paper are data collection through study literature review, interview session, directobservation, as well as analysis and design method using OOAD (Object Oriented Analysis and Design) approach using UML diagram such as activity diagram, use case diagram and domain model class diagram. The result is the model design of helpdesk online system that can be used for the company in solving customers’complaint.

KARAKTERISTIK DESAIN SOCIAL COMMERCE TERHADAP KEPUASAN PELANGGAN Cadelina Cassandra; Ratna Sari; Riswan Efendi Tarigan
Journal of Management and Business Review Vol 13, No 1 (2016)
Publisher : Research Center and Case Clearing House PPM School of Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34149/jmbr.v13i1.30

Social commerce sedang menjadi tren bagi perusahaan online saat ini. Perkembangan Social Networking Site dan web 2.0 mendukung evolusi dari e-commerce dan membuka peluang baru bagi perusahaan untuk masuk ke dalam pasar baru. Perubahan pola perilaku pengguna internet dari yang kaku menjadi aktif dan komunikatif membuat social commerce diyakini dapat memberikan keuntungan bagi perusahaan online namun ternyata tidak semua perusahaan berhasil menerapkan social commerce dan menarik pelanggan, tidak sebanding dengan biaya yang telah dikeluarkan. Penelitian ini bertujuan untuk mempelajari apa yang mendasari kepuasan pelanggan dalam melakukan proses pembelanjaan secara online melalui social commerce dan menguji apakah benar karakteristik sebuah social commerce memang cocok untuk mendukung kepuasan pengguna dalam berbelanja sehingga didapatkan rekomendasi yang tepat bagi pebisnis baru yang ingin mengadopsi social commerce ke depannya mengingat tren media sosial semakin berkembang di masyarakat. Metode penelitian dalam penelitian ini adalah metode kuantitatif dan studi literatur terkait dengan isu yang dibahas. Hasil yang didapatkan adalah ternyata faktor kualitas informasi yang paling berpengaruh terhadap kepuasan pelanggan jika dibandingkan faktor karakteristik social commerce lainnya.

Pengembangan Model Sistem Informasi Aplikasi Helpdesk Online PT. Mustika Memadata Cadelina Cassandra
ComTech: Computer, Mathematics and Engineering Applications Vol. 6 No. 2 (2015): ComTech
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/comtech.v6i2.2262

The advanced technology and the support of global internet makes it possible to create a system that can support the company or institution effectiveness in providing satisfaction for customers and to fulfill the customer’s needs and requirements. Due to the most important task for the company is to provide a good quality service for the customer, online helpdesk support system also develop quickly nowadays for the reason above. PT. Mustika Memadata is one of the private service company located in Jakarta that has the increase ofcustomer and the limit of human resource. This situation makes the company difficult in monitoring complaints from customer. This paper described the model of proposed helpdesk system to solve the problem. The methodology used in this paper are data collection through study literature review, interview session, directobservation, as well as analysis and design method using OOAD (Object Oriented Analysis and Design) approach using UML diagram such as activity diagram, use case diagram and domain model class diagram. The result is the model design of helpdesk online system that can be used for the company in solving customers’complaint.

Changes in Customer Behavior Towards Video Advertising Post-Pandemic Surjandy, Surjandy; Cassandra, Cadelina
Journal of Information Systems Engineering and Business Intelligence Vol. 10 No. 3 (2024): October
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/jisebi.10.3.368-377

Background: Video Advertising (VI) is a powerful media tool used by several companies as a marketing strategy. During COVID-19 pandemic, there was a wide adoption of digital media, particularly VI, to promote company products. However, some changes occurred post-pandemic, which influenced customer behavior. Objective: This research aimed to explore changes in customer behavior towards VI post-pandemic. The exploration focused on understanding changes in four major factors which included Sensory Appeal (SEN), Informativeness (INF), Entertainment (ENT), and Telepresence (PRE). Methods: Data were collected using snowball sampling method, resulting in 744 responses. After deleting outliers and non-shopping customer, there were 584 analyzable data. Covariance-Based Structural Equation Model (CB SEM) method facilitated by Lisrel Application was used for data analysis. Results: The result showed that significant changes have occurred in customer behavior to VI post-pandemic. Among the 13 tested hypotheses, 11 showed significant influences, while 2 did not, indicating shifts in customer behavior. Conclusion: COVID-19 pandemic led to significant changes and imparted customer with a new understanding of VI, which became a major marketing tool. These changes were due to experiences during the pandemic, which affected SEN (72%), INF (77%), ENT (76%), and PRE (70%). Further analysis showed that ENT affected Customer Trust (CT) and Actual Purchase (APU) by 20% and 27%, while PRE caused 34% and 20% respectively, indicating a decrease in customer response from VI to CT and APU. Based on these results, further exploration should build on the identified factors and investigate additional variables that had not been considered. Keywords: Post-Pandemic, COVID-19, Customer Behavior, Video Advertising

Teaching in the digital frontier: what drives metaverse adoption in education? Cassandra, Cadelina; Masrek, Mohamad Noorman; Aman, Fadhilah
International Journal of Evaluation and Research in Education (IJERE) Vol 14, No 5: October 2025
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijere.v14i5.34836

The rapid evolution of digital technologies has caused dramatic changes in various areas, including education. Metaverse has become a very popular topic recently, many schools and university announce the development of metaverse, but until now there is no clear implementation of the idea and some schools cancelled to continue the implementation. One of the reasons behind it because of the lack of preparedness, reluctant from teachers, and there is no initial investigation about how the teachers will accept this technology. Several factors may influence the intention of the teachers. The purpose of this study is to analyze the factors that affect high school teachers’ intentions to use metaverse technology. By doing so, the institution can prepare for the real implementation. This study employs quantitative methods and survey techniques by developing a well-structured questionnaire from the theoretical framework. A total of 334 responses were collected and analyzed using SmartPLS software. The findings reveal that 14 hypotheses out of 18 hypotheses were significant and four others were not significant. Social influence (SI), performance expectancy (PE), effort expectancy (EE), and facilitating condition (FC) positively influence teachers’ behavioral intention (BI) to use metaverse applications. On the flip side, personal innovativeness (PI) does not significantly impact performance and EE. Trialability (TR) and corporeity (CR) also do not influence EE. However, hedonic motivation (HM), compatibility (CO), TR, interactivity (IN), and persistence are significant factors for performance and EE.

Evaluating metaverse platforms for educational purposes: a heuristic evaluation study Cadelina Cassandra; Mohamad Noorman Masrek; Fadhilah Aman
International Journal of Advances in Applied Sciences Vol 13, No 4: December 2024
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijaas.v13.i4.pp1023-1031

This research's primary objective is to investigate the educational potential by investigating the metaverse website, emphasizing from users' perspectives. It is critical to examine the functionality to identify any potential faults in the learning experience because of the complexities of metaverse apps, which include 3D virtual environments and complex interactions. This study uses heuristic evaluation, which is a useful method for analyzing application success by utilizing well-established design principles and best practices in user interface and user experience design. To conduct this study, a panel of five experts, each with outstanding competence in the topic, was assembled to test the metaverse website in an educational setting. The evaluation was built on the ten heuristic evaluation standards, which served as a solid framework for measuring its usability and functionality. According to the findings of this examination, the average severity number of heuristic issues is one. This result indicates that the website is under "cosmetic problems only." While this implies that specific areas need to be addressed to improve overall quality, it also means that these difficulties do not take precedence over other vital ones. As a result, the website has significant promise as a metaverse instructional platform, and changes can be made to further improve its efficiency.

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